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Create Presence Configurations
Presence configurations determine how much work service reps can take on and the Omni-Channel behaviors while they assist customers. In each configuration, define how to handle work requests. Select whether service reps can decline work items and the reasons they can do so. Also, select the Omni-Channel statuses that are assigned to service reps if they miss or decline a work item. Your organization can have multiple configurations for different groups of service reps who support different channels.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel: | Customize Application |
When you enable Omni-Channel in your organization, Salesforce creates a presence configuration for you, called the Default Presence Configuration. All your service reps are assigned to that configuration automatically. However, you can create a presence configuration and assign individual service reps to it to customize Omni-Channel settings for a subset of your service reps. If you reassign service reps to a custom presence configuration, they’re excluded from the Default Presence Configuration.
- From Setup, in the Quick Find box, enter Presence, and then select Presence Configurations. Then click New.
- Choose the settings for your presence configuration.
- Click Save.
- Refresh the page and log in to Omni-Channel.
Presence Configuration Settings
To define the Omni-Channel settings that are assigned to service reps, customize your presence configuration settings.
Basic Information
These settings configure the basic functionality that’s available to service reps when they’re signed in to Omni-Channel.
| Setting | What It Does |
|---|---|
| Presence Configuration Name | Names the presence configuration. This configuration name, or a version of it, automatically becomes the Developer Name. |
| Developer Name | Sets the API name for the configuration. |
| Capacity | Determines the service rep’s maximum capacity for work. The size of the work item that you specified in the routing configuration consumes the service rep’s capacity. |
| Interruptible Capacity | Sets the maximum amount of interruptible work that a service rep can handle at a time. If this value is blank, it defaults to the same value as the Primary Capacity field. |
| Automatically accept work requests | Automatically accepts work assignments that are pushed to a service rep. These work items open automatically in the service rep’s workspace, so the service rep isn’t required to accept them manually from the Omni-Channel component. If Allow Agents to Decline Requests is enabled, you can’t use this setting. When this setting is enabled, where the work appears depends on what tabs the service rep has open. For example, if no tabs are open, the work appears automatically in an in-focus tab. If the service rep has tabs open, the work opens in the background. If the service rep has a tab open for the work already, then that tab comes to the forefront. |
| Allow agents to decline work requests | Allows service reps to decline incoming work items. If Automatically Accept Requests is enabled, service reps can’t decline requests. If you configured work to be routed to a specific service rep and that service rep is required, don’t enable this option. When a specific service rep is required, this option isn’t supported. |
| Update Status on Decline | Automatically changes the service rep’s status to the status that you specify when the service rep declines a work item. By default, the status is set to offline for declined voice calls. Salesforce Voice uses this mechanism to force service reps to reset their status when they’re ready to receive calls again. Otherwise, they could continue to receive and miss calls indefinitely. This setting is available only if Allow Agents to Decline Requests is enabled. When you update statuses on declined or missed calls, the service rep’s presence status changes, but their Amazon Connect status remains as Missed. We recommend that you set the presence status to Update to Busy or Offline to keep the service rep's status in sync with Amazon Connect when they decline or miss a call. |
| Allow agents to choose a decline reason | Allows service reps to choose a reason when declining work assignments. This setting is available only if Allow Agents to Decline Requests is enabled. |
| Update Status on Push Time-Out | Automatically changes the service reps’s status when a work assignment that’s been pushed to them times out. By default, the status is set to offline for missed voice calls. Salesforce Voice uses this mechanism to force service reps to reset their status when they're ready to receive calls again. Otherwise, they could continue to receive and miss calls indefinitely. This setting is available only if Push Time-Out is enabled. When you update statuses on declined or missed calls, the service rep’s presence status changes, but their Amazon Connect status remains as Missed. We recommend that you set the presence status to Update to Busy or Offline to keep the service rep's status in sync with Amazon Connect when they decline or miss a call. |
Audio Settings
These settings configure the notification sounds Omni-Channel uses.
| Setting | What It Does |
|---|---|
| Play a notification sound for work requests | Plays a sound in the service rep’s Omni-Channel component when a work request is received. |
| Notification Sound | To play the default sound, select Default. To play a custom sound, select Custom Sound, and then select the audio file that’s uploaded to Static Resources. Valid file types are aac, flac, mp3, ogg, opus, and wav. You can also set this option at the service-channel level, which overrides the setting here at the presence-configuration level. |
| Sound Length (Seconds) | Select how long to play the notification sound. The maximum length is 30 seconds. You can also set this option at the service-channel level, which overrides the setting here at the presence-configuration level. If the customer ends the session before the service rep joins the conversation, the service rep still hears the notification sound for the specified length of time. |
| Play a notification sound if Omni Channel loses connection | Plays a sound in the service rep’s Omni-Channel component when the service rep loses connection with Omni-Channel. |
After Conversation Work Time
These settings configure how much time a service rep has to wrap up work after finishing a conversation.
| Setting | What It Does |
|---|---|
| Give agents wrap-up time after conversations | Gives service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps see the countdown in the After Conversation Work (ACW) component. |
| Duration (seconds) | Indicates how many seconds service reps have, from 30 to 3,600, to complete their closing work after a conversation. If Give agents wrap-up time after conversations is selected, this field is required. |
| Let agent extend timer (seconds) | Gives service reps the option to pause the After Work Conversation timer to prevent being put back into available status before completing after conversation work. |
| Extension duration (seconds) | Indicates how many seconds service reps have, from 15 to 3,600, to extend their closing work after a conversation. If Let agent extend timer (seconds) is selected, this field is required. |
| Max Extensions | Indicates how many times, from 1 to 10, service reps can pause the After Work Conversation timer. If Let agent extend timer (seconds) is selected, this field is required. |
Assign Decline Reasons
These settings appear when Allow Agents to Decline Requests and Allow Agents to Choose a Decline Reason are selected.
| Setting | What It Does |
|---|---|
| Available Decline Reasons | Indicates the decline reasons that are eligible to be assigned to the configuration. |
| Selected Decline Reasons | Indicates the decline reasons that are assigned to the configuration. |
Agent Settings
These settings apply to service reps in a presence configuration.
| Setting | What It Does |
|---|---|
| Agent Alias (Enhanced Messaging Only) | Replaces an actual service rep’s name in Enhanced Messaging transcripts. You can create an alias from scratch, such as Support Rep, or use a preset merge field such as First Name, Nickname, or Alias. Setting a service rep alias is optional. If set, it applies to all users in a presence configuration. |
| Transfer Destinations (Enhanced Messaging and Salesforce Voice with Telephony Providers, with routing from Omni-Channel Unified Routing) | For Messaging, specifies whether reps see all profiles, queues, and flows for transfer destinations and conference destinations or a subset of destinations. If no settings are selected, all destinations are listed. To control the transfer destinations that reps can see, select specific profiles, queues, or flows. For Voice with Omni-Channel Unified Routing, specifies whether reps see all profiles and queues for transfer destinations or a subset of destinations. If no settings are selected, all profiles and queues are listed. To control the transfer destinations that reps can see, select specific profiles or queues. |
Assign Users
Assign eligible users to the configuration to give them access to Omni-Channel functionality. You can also assign profiles to a configuration. If a user is assigned a configuration at the profile and user levels, the user-level configuration overrides the configuration that’s assigned to the user’s profile.
Users can be assigned to only one presence configuration at a time. If you assign the same user to a second presence configuration, the system removes that user from the first presence configuration without warning you. So make sure that you know which presence configuration assignment is required for each user.
For example, let’s say that User A is assigned to Presence Configuration A. Then you create Presence Configuration B and assign User A to it without realizing that the user was assigned to another presence configuration. Salesforce removes User A from Presence Configuration A and reassigns the user to Presence Configuration B without notifying you.
| Setting | What It Does |
|---|---|
| Available Users | Indicates the users who are eligible to be assigned to the configuration. |
| Selected Users | Indicates the users who are assigned to the configuration. |
Assign Profiles
Assign eligible profiles to the configuration to give users who are associated with the profiles access to Omni-Channel functionality. If a user is assigned a configuration at the profile and user levels, the user-level configuration overrides the configuration that’s assigned to the user’s profile.
| Setting | What It Does |
|---|---|
| Available Profiles | Indicates the user profiles that are eligible to be assigned to the configuration. |
| Selected Profiles | Indicates the user profiles that are assigned to the configuration. |
